Customer Service Tolling Representative

5 days ago

Orange Park, Florida, United States ValorVIP Full time
Job Title: Customer Service Tolling Representative

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Tolling Representative. In this role, you will be responsible for providing exceptional customer service to our clients, resolving issues, and ensuring a positive experience for our customers.

Responsibilities:

  • Handle inbound and outbound customer contacts in a professional and courteous manner
  • Listen to customers, understand their needs, and resolve issues in a timely and effective manner
  • Research and resolve customer complaints and issues
  • Follow established processes and procedures to ensure accurate and efficient resolution of customer issues
  • Utilize technology and systems to complete tasks and resolve customer issues
  • Document and process customer claims in a timely and accurate manner
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the managerial team as needed
  • Ensure first call resolution through effective problem-solving and call handling
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

Requirements:

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem-solving, and negotiation
  • Must be customer service-oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications:

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • Work-at-home experience
  • State or Federal work experience

Compensation and Benefits:

We offer a competitive compensation package, including regular reviews and raises based on tenure and performance. Our employees also enjoy paid time off, paid holidays, and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation package, including monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment:

  • Must be authorized to work in the country where the job is based
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COVID-19 Response:

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Equal Opportunity Employer:

At ValorVIP, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at ValorVIP are based solely on a person's merit and qualifications. ValorVIP maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling ValorVIP's commitment to a diverse and equal-opportunity work environment.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of ValorVIP and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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